Broadway Ticket Refunds and Show Cancellations - Guide To Getting Broadway Tickets Refunded


Broadway Ticket Refunds and Cancellations

Broadway Ticket Refund Policy during COVID-19 Coronavirus

Coronavirus COVID-19 Ticket Refunds

Updated 04/08/20

All Broadway show performances from March 12th 2020 up until June 06, 2020 have now been cancelled due to the Coronvirus COVID-19 pandemic infection. All tickets up to that date will be automatically refunded to the original ticket purchasers credit card. The refund should have occurred soon after the announcement of the show closings. All new shows that were scheduled to open for the first time during this period, have also been refunded.

It is not firm that Broadway will reopen on June 07, 2020, but tickets for shows after that date have not yet been refunded, but once an official announcement comes out from the Broadway League, it is anticipated that any tickets after that date will be refunded if there is a further extension to the closure. Tickets for performances after that date have not yet been refunded, but given the ever changing landscape, it is anticipated that all ticket buyers will be given the option to change the date or get a refund for all these future tickets, as audiences are not expected to want to come to the COVID-19 hot zone in NYC for at least the next few months.

Telecharge Ticket Refunds During Coronavirus

If you purchased tickets from Telecharge for a suspended or canceled performance, your tickets would have been refunded back to your credit card. If that has not happened yet, then you may need to contact Telecharge. The Telecharge call center is located in New York and New Jersey (Hackensack) and has been closed until further notice, so you will have to email them at tickets@telecharge.com. Do not expect a quick turnaround as they will need up to 5 business days for a reply and even then it might just be an auto-responder as Telecharge is not known for good customer service and their website has always been a mess. This is a great example of why a duopoly like this should not be allowed to operate as it discourages innovation and consumers suffer when The Shubert Organization fails to put together an effective business continuity plan for these kinds of events. If 9/11 and Hurricane Sandy was not a big enough wake up notice, then lord knows what is.
Contact Telecharge By Email

Ticketmaster Ticket Refunds During Coronavirus

For tickets purchased from Ticketmaster for a suspended or canceled performance, your tickets should have already been refunded back to your credit card. If that has not happened yet, then you may need to contact Ticketmaster directly. It is Ticketmaster’s standing policy to automatically refund the full cost of the Broadway ticket and the associated fees back to the original purchaser’s credit card for any canceled events: As this is an unprecedented volume of show cancellations during the Coronavirus COVID-19 pandemic, Ticketmaster states that you should expect to receive your refund in less than 30 days, as they are forced to refund over 1 billion tickets worldwide, understandably sending them into a bit of a tailspin.
Contact Ticketmaster By Email

Ticket Refunds From Other Ticket Sources

We know that many people buy their Broadway tickets from other sources, so you should contact those sources directly for advice. This would include ticket brokers, employee benefit programs, ticket counters, TDF and many other sources. Unfortunately, many of these sources are not operating at a full staff complement so the quality of the response.

Non-Coronavirus COVID-19 Refunds - Normal Refund Policy

This are the policies for Broadway ticket refunds when there is no Coronavirus COVID-19 threat and we are back to some case of Broadway business normality.

People Often Believe The Official Show Policies That They Cannot Get a Broadway Ticket Refund,
But That Is Not Necessarily True

Over the years, there have been many circumstances where Broadway theatres have processed refunds for special circumstances. In many cases they processed them when the buyer just could not make the show.

In the Broadway stagehand strike in November 2007, there were an awful lot of Broadway show ticket refunds. The Broadway box offices had to give ticket refunds because the shows were completely cancelled and people didn't know when the shows would resume, so they couldn't really get alternative dates and a refund was the only appropriate response,

But even now, at every top Broadway show, there are people eager to buy tickets that only become available on the day of the show. Some of these tickets are rush and SRO tickets that are sold at deeply discounted prices, some tickets are unused house seats that the Broadway show has decided to sell, others are VIP seats that they haven't sold at the inflated "premium" rate and have therefore been dropped down to the regular price - but there is another type of ticket that becomes available at the last minute as well, and that is the canceled or refunded Broadway ticket. So refunds on Broadway tickets do exist - it's not quite as simple as taking bad lettuce back to the supermarket, but it is possible to get a ticket refund and people are getting them every day.

Cancellation Broadway Tickets

You may be familiar with the term "cancellation or cancelled tickets" - they're the Broadway show tickets that you wait in line for (on the day of the show) when you're desperate to get into a sold-out show. You and the other folks who couldn't manage to get tickets in advance stand there biting your nails, hoping something will become available at the last minute. But everybody who has ever purchased a Broadway show ticket also knows that the box office is quick to point out that there are no refunds or exchanges. So what gives? If nobody is allowed to return their Broadway tickets, then where are these fabled cancellation or refund tickets coming from? These refunded tickets are coming from people just like you.

Broadway Ticket Refunds

The truth is that there is some flexibility to the "no ticket refunds or exchanges" rule. Outright ticket refunds are rare (unless the performance itself is canceled or experiences a technical difficulty), but exchanges are not uncommon - so it's a kind of refund, without being a cash refund per se. It's done by calling up Ticketmaster or Telecharge and asking if they will exchange your ticket for another performance due to some unforeseen circumstance that you have. They are most likely to comply when the Broadway show in question is very popular, because then they are relatively secure that they will be able to re-sell your ticket on short notice. The Broadway show itself would rather not process ticket refunds, but they realize that they must be reasonable, otherwise they face a wave of unpopular opinion.

Ticket Insurance Policy - Guaranteed Ticket Refund

Ticketmaster actually offers a ticket insurance policy - for a few extra dollars per ticket, you are guaranteed the right to cancel (or refund the value) of your ticket providing your excuse is on their official list of acceptable reasons. These ticket refunds account for some of the cancellation tickets that become available at the Broadway box office shortly before the performance, but there really is not a whole lot of ticket refunds going on for the most popular shows. The lesser Broadway shows however have a lot more refunds being processed. This is because ticket brokers often buy the insurance just in case they cannot sell the Broadway show ticket. The show can become unpopular between the time they buy the ticket and when they come to sell it, so having a guaranteed refund is a huge boon to the ticket broker - a refund that he would not get with TeleCharge or any of the other ticket sellers - and significantly reduces the risk. Who is the loser here for processing the refund? It's clearly Ticketmaster.

Easier To Get A Refund At The Box Office Than Sell To A Ticket Scalper

Often the cancellation (or refunded) tickets come from the leader of a large group that has some members who didn't show up and who were unable to make it. At a less popular Broadway show, these people might be stuck standing in front of the theater alongside the scalpers, trying to sell off the unused tickets. But at a hot show, the box office is more likely to take the ticket back so that they can sell it to someone on the cancellation line. The box offices of these hit shows also buy back leftover inventory from ticketing agencies at the last minute. The agency might not have been able to unload all their tickets in advance, so they're anxious to make back whatever they can, and the box office is more than happy to take these tickets and sell them to the cancellation line. Something the ticket agency isn't officially allowed to do because of their 'no refund' policies.